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Operations & Customer Service professional, who is a natural and proactive leade
r able to see a situation, assesses it, make a plan, put the plan into action, a
nd make it better. A proverbial go to person who can address todays issue while
still building for tomorrows challenges and needs. Passionate problem solver and
customer advocate demonstrated by results along with feedback from customers, p
artners, employees, peers, and leadership. Seen as an internal consultant who c
an assess an organizations critical business requirements, identify deficiencies
along with potential opportunities, and develop innovative, cost-effective solu
tions for enhancing competitiveness, increasing revenues, and improving customer
service offerings. Key qualifications include:
Strategic Planning & Budget Management
Leading Change
Developing Talent
Building High Performing Teams Process Improvement including Six Sigma and Lea
n
Customer Service & Satisfaction
Project Management
Supply Chain Optimization Building Strategic Relationships
Problem Solving
Metrics & Analytics
Industry Thought Leader
Work Experience
Pendum Denver, CO 12/2008 Present
Vice President of Pricing & Analytics
Responsibilities:
Own field performance for ATM Cash Delivery and Maintenance services in the U.S
.
Develop and manage all operational performance metrics
Develop Pendum product pricing and product offerings
Managed 100 person contact center servicing customers and field employees
Results:
Improved field service levels 15% in 6 months
Decreased costs 10% via improving field productivity while improving service
Restored profitability of ongoing business restructuring pricing and establishi
ng market benchmarks
Improved call center service levels from 30% to 90% and decrease costs 25%